Robbins Chapter07

Essentials of Organizational Behavior, 10e (Robbins/Judge) Chapter 7 Emotions and Moods 1) Which of the following statements is NOT true concerning emotions? A) Until recently, the field of OB has given the topic of emotions little or no attention. B) The prevailing thought in business until recently was to put a damper on emotions. C) Managers have tried to create emotion-free organizations. D) Researchers have viewed emotions as constructive and able to enhance productivity. E) The myth of rationality can explain why emotions have been given little or no attention in the field of OB. Answer: D Diff: 3 Page Ref: 96 2) What statement best reflects the myth of rationality? A) Emotions are an inseparable part of everyday life. B) The work world has tried to keep a damper on emotions at work. C) Emotions are a normal part of rationality. D) Emotions are a constructive part of organizations. Answer: B Diff: 3 Page Ref: 96 3) Which of the following is a generic term that covers a broad range of feelings that people experience? A) affect B) emotions C) moods D) emotional labor E) cognition Answer: A Diff: 1 Page Ref: 97 Topic: What Are Emotions and Moods? 4) What is the umbrella concept that encompasses both emotions and moods? A) affect B) emotions C) moods D) emotional labor E) cognition Answer: A Diff: 1 Page Ref: 97 Topic: What Are Emotions and Moods?

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5) What term is used for intense feelings that are directed at someone or something? A) affect B) cognition C) moods D) thoughts E) emotions Answer: E Diff: 1 Page Ref: 97 Topic: What Are Emotions and Moods? 6) What term is used for feelings that tend to be less intense than emotions? A) affect B) cognition C) moods D) thoughts E) emotions Answer: C Diff: 1 Page Ref: 97 Topic: What Are Emotions and Moods? 7) Erin works on a software help desk. After being yelled at by a customer about the state of her company's software, she becomes angry, and has to take a short break to calm down. What makes her anger an emotion, rather than a mood? A) It is a simple, unambiguous feeling. B) It interferes with her capacity to work effectively. C) It has a contextual stimulus. D) It can be controlled given some time. E) It cannot be controlled when it is elicited. Answer: C Diff: 2 Page Ref: 97 Topic: What Are Emotions and Moods? AASCB Tag: Analytic Skills 8) When the team he supports wins the World Cup, Detleb feels a surge of joy, which turns into a feeling of satisfaction that lasts for days. What is one of the reasons that the feeling of satisfaction might be categorized as a mood and not an emotion? A) It is a very strong feeling. B) It is brought about by a specific event. C) It has a lengthy duration. D) It is a positive feeling. E) It is not the result of something that Detleb himself has done. Answer: C Diff: 2 Page Ref: 97 Topic: What Are Emotions and Moods? AASCB Tag: Analytic Skills


9) Which of the following statements is true? A) Affect is a type of emotion. B) Affect is a type of mood. C) Affect can be experienced as a mood or an emotion. D) Affect is the result of conscious thought and action. E) Affect is the result of a mood or an emotion. Answer: C Diff: 2 Page Ref: 97 Topic: What Are Emotions and Moods? 10) Which of the following is not true about emotions? A) There are differences between moods and emotions. B) Emotions can be clearly revealed with facial expressions. C) Emotions are more cognitive than moods. D) Emotions can affect moods. E) Moods can affect emotions. Answer: C Diff: 3 Page Ref: 98 Topic: What Are Emotions and Moods? 11) One way to classify emotions is by whether they are A) simple or complex B) positive or complex C) complex or negative D) simple or negative E) positive or negative Answer: E Diff: 1 Page Ref: 98 Topic: What Are Emotions and Moods? 12) Which of the following statements is generally accepted by experts? A) Moods cause emotions. B) Emotions cause moods. C) Moods and emotions are both caused by introspection. D) Moods and emotions are the same phenomena. E) Moods and emotions can mutually influence one another. Answer: E Diff: 3 Page Ref: 98 Topic: What Are Emotions and Moods?


13) Emotions A) may be less action-oriented than moods. B) may cause us to brood for a while. C) may be more clearly revealed with facial expressions. D) are interchangeable with moods. E) are less fleeting than moods. Answer: C Diff: 3 Page Ref: 98 Topic: What Are Emotions and Moods? 14) Which of the following is NOT considered one of the essentially universal emotions? A) anger B) fear C) grief D) sadness E) disgust Answer: C Diff: 2 Page Ref: 98 Topic: What Are Emotions and Moods? 15) The six basic emotions can be plotted on a continuum with which two emotions serving as the end points? A) sadness and happiness B) anger and surprise C) anger and happiness D) surprise and fear E) sadness and disgust Answer: B Diff: 2 Page Ref: 98 Topic: What Are Emotions and Moods? 16) When there is nothing in particular going on, an individual is likely to experience A) no mood. B) a mildly positive mood. C) a definite negative mood. D) impatience for activity. E) a mildly negative mood. Answer: B Diff: 2 Page Ref: 99 Topic: What Are Emotions and Moods?


17) Which of the following is a mood dimension consisting of positive emotions. A) positive regard B) static regard C) negative affect D) emotional range E) positive affect Answer: E Diff: 1 Page Ref: 100 Topic: What Are Emotions and Moods? 18) The key to good decision making is to employ A) thinking. B) feeling. C) rationality. D) thinking and feeling. E) speed. Answer: D Diff: 2 Page Ref: 99 Topic: What Are Emotions and Moods? AASCB Tag: Ethical Understanding and Reasoning Abilities 19) Darwin argued that A) emotions have no place in decision making. B) emotions are useful because they motivate people to engage in survival actions. C) emotions have a limited role in decision making. D) emotions limit our ability to think rationally. E) emotions hamper an individual's ability to avoid danger. Answer: B Diff: 3 Page Ref: 100 Topic: What Are Emotions and Moods? 20) Evolutionary psychology A) draws from Darwin's work on emotions. B) suggests that individuals must experience emotions since they serve a purpose. C) justifies the purpose of even negative emotions. D) may not provide a valid perspective at all times. E) all of the above. Answer: E Diff: 2 Page Ref: 100 Topic: What Are Emotions and Moods?


21) Evolutionary psychology has which of the following views on negative emotions such as anger and jealousy? A) They are a biological imperative that cannot be controlled. B) They are only negative in the way they make us feel, however they are a great help when we have to interact in complex situations. C) They are necessary if we are to function efficiently amid the stresses of contemporary life. D) They are vestiges of our past as hunter gatherers that will be lost as we continue to evolve. E) They serve a useful adaptive purpose, even if it is not readily apparent. Answer: E Diff: 3 Page Ref: 100 Topic: What Are Emotions and Moods? 22) Darwin argued that emotions ________. A) help humans solve problems B) hinder our ability to survive C) help us understand our world D) are linked to moods E) serve no real purpose Answer: A Diff: 3 Page Ref: 100 Topic: What Are Emotions and Moods? 23) On which of the following days do people tend to be in their best moods? A) Monday B) Tuesday C) Wednesday D) Friday E) Sunday Answer: D Diff: 2 Page Ref: Exh 7-3 Topic: What Are Emotions and Moods? 24) If Jane wants to increase the likelihood that her manager is receptive to her request for a raise, what day should she avoid asking for her raise? A) Monday B) Tuesday C) Wednesday D) Friday Answer: A Diff: 2 Page Ref: 101 Topic: What Are Emotions and Moods? AASCB Tag: Reflective Thinking Skills


25) "Morning" people A) experience peak levels of positive affect in the morning. B) experience peak levels of positive affect in the evening. C) experience higher levels of negative affect in the afternoon. D) show little fluctuation in negative affect through the day. Answer: D Diff: 2 Page Ref: 101 Topic: What Are Emotions and Moods? 26) If Jason wants to experience more positive workplace interactions, what advice would you give him about his timing? A) More positive interactions are likely from midmorning onward. B) The most positive interactions are likely in the early morning. C) The most positive interactions are likely in sunny weather. D) The most positive interactions are likely in warmer weather. Answer: A Diff: 2 Page Ref: 101 Topic: What Are Emotions and Moods? AASCB Tag: Reflective Thinking Skills 27) When would be the worst time to ask someone for a favor? A) Friday afternoon B) Monday morning C) Wednesday morning D) Thursday afternoon Answer: B Diff: 2 Page Ref: 101 Topic: What Are Emotions and Moods? AASCB Tag: Reflective Thinking Skills 28) Research suggests which of the following relationships exists between weather and mood? A) a moderately positive B) a moderately negative C) a strong positive D) a strong negative E) weather tends to have little effect on mood. Answer: E Diff: 2 Page Ref: 101 Topic: What Are Emotions and Moods?


29) Peter is a counselor at a drug treatment program. Today he is under quite a lot of stress: he has a grant proposal to write by the end of the day, he is scheduled to counsel a client who has proved difficult in the past and his supervisor has written him up for being late to work. How will the stress from these events probably affect Peter's mood? A) gradually worsen his mood B) gradually improve his mood C) suddenly worsen his mood D) suddenly improve his mood E) will likely have little actual effect on his mood. Answer: A Diff: 1 Page Ref: 101-102 Topic: What Are Emotions and Moods? AASCB Tag: Reflective Thinking Skills 30) What effect does stress typically have on mood? A) short-term positive B) long-term positive C) short-term positive but long-term negative D) negative E) small and insignificant Answer: D Diff: 2 Page Ref: 101-102 Topic: What Are Emotions and Moods? 31) Jo has a job interview. Which of the following will probably not have an effect on the way she reacts emotionally to the interview? A) how much sleep Jo had the night before B) how much exercise Jo regularly gets C) Jo's age D) Jo's gender E) the weather on the day of the interview Answer: E Diff: 2 Page Ref: 101-102 Topic: What Are Emotions and Moods? AASCB Tag: Reflective Thinking Skills 32) Research shows that for most people, the effect of social activities is which of the following? A) decreases positive mood B) increases positive mood C) increases negative mood D) decreases negative mood E) will have little effect on mood. Answer: B Diff: 2 Page Ref: 102 Topic: What Are Emotions and Moods?


33) Valerie is in a negative mood, so she decides to have dinner with her friends to improve her mood. What effect will this activity likely have on her negative mood? A) strongly decrease it B) moderately decrease it C) have little or no effect on it D) moderately increase it E) strongly increase it Answer: E Diff: 2 Page Ref: 102 Topic: What Are Emotions and Moods? AASCB Tag: Reflective Thinking Skills 34) Rachael hopes to increase her positive mood. Which activity is most likely to have the greatest positive impact? A) attending a meeting B) watching tv with friends C) going to a move alone D) hiking with friends E) reading a good book Answer: D Diff: 3 Page Ref: 102 Topic: What Are Emotions and Moods? AASCB Tag: Analytic Skills 35) According to a recent poll, people are getting ________ sleep than they did in the past. A) more B) less C) higher-quality D) deeper E) lighter Answer: B Diff: 2 Page Ref: 102 Topic: What Are Emotions and Moods? 36) Sleep quality A) affects mood. B) impacts decision making. C) impacts an individual's ability to control emotions. D) all of the above. Answer: D Diff: 2 Page Ref: 103 Topic: What Are Emotions and Moods?


37) Which of the following statements is NOT true about exercise? A) Exercise enhances people's positive mood. B) The therapeutic effects of exercise are strongest for those who are depressed. C) A little exercise can have dramatic effects on mood. D) "Sweat therapy" works. E) Exercise may help put you in a better mood. Answer: C Diff: 2 Page Ref: 103 Topic: What Are Emotions and Moods? 38) The idea of "youthful exuberance" with young people experiencing more extreme, positive emotions than older people A) is only true to a point. B) is not true since negative emotions occur more frequently in young people. C) is not true; research shows periods of highly positive moods lasted longer for older people and bad moods faded more quickly. D) is definitely true. E) has not been researched. Answer: C Diff: 1 Page Ref: 103 Topic: What Are Emotions and Moods? AASCB Tag: Reflective Thinking Skills 39) Which of the following statements is not true about the difference between men and women when it comes to emotional reactions? A) Emotional differences between men and women are due to the different ways men and women have been socialized. B) Men express emotions more intensely than women. C) Women hold onto emotions longer than men. D) Women display more frequent expressions of both positive and negative emotions than men. E) Women experience emotions more intensely. Answer: B Diff: 2 Page Ref: 103 Topic: What Are Emotions and Moods? 40) Which of the following statements explains gender differences in emotional expression? A) Men and women are socialized differently. B) Men may have more innate ability to read others than women. C) Men may have a greater need for social approval than women. D) Women are socialized to be tough and brave. E) Women have a lower propensity to show emotions than men. Answer: A Diff: 2 Page Ref: 103 Topic: What Are Emotions and Moods?


41) If an employee expresses organizationally desired emotions during interpersonal transactions at work, which of the following is being expressed? A) emotional labor B) negative synergy C) dissonance D) emotional intelligence E) deviance Answer: A Diff: 2 Page Ref: 103 Topic: Emotional Labor AASCB Tag: Analytic Skills 42) What term is used for those emotions that an organization requires workers to show and considers appropriate in a given job? A) felt B) displayed C) conditional D) required E) mandated Answer: B Diff: 2 Page Ref: 103 Topic: Emotional Labor 43) Airlines expect their flight attendants to be cheerful. This is an example of A) moods at work. B) emotional labor. C) emotional dissonance. D) customer service. Answer: B Diff: 2 Page Ref: 103 Topic: Emotional Labor AASCB Tag: Analytic Skills 44) Sarah is a flight attendant who is required to smile on the job and to be courteous. She does not feel very kindly toward an inconsiderate passenger, but continues to be pleasant and smile. This disparity is known as A) emotional dissonance. B) felt emotions. C) displayed emotions. D) emotional labor. Answer: A Diff: 2 Page Ref: 103 Topic: Emotional Labor AASCB Tag: Analytic Skills


45) All of the following are jobs that have helped researchers understand the concept of emotional labor EXCEPT A) flight attendants. B) copy editors. C) funeral directors. D) doctors. Answer: B Diff: 2 Page Ref: 104 Topic: Emotional Labor AASCB Tag: Reflective Thinking Skills 46) When doctors attend a workshop to improve their bedside manner and feel more apathy for their patients, they are attempting to impact their A) deep acting. B) surface acting. C) emotional labor. D) displayed emotions. Answer: A Diff: 2 Page Ref: 104 Topic: Emotional Labor AASCB Tag: Analytic Skills 47) ________ emotions are learned; they are not innate. A) Felt B) Displayed C) Conditional D) Exposed E) Suppressed Answer: B Diff: 2 Page Ref: 104 Topic: Emotional Labor 48) ________ emotions are the emotions an individual actually is experiencing, despite what they might outwardly show. A) Felt B) Displayed C) Conditional D) Exposed E) Suppressed Answer: A Diff: 1 Page Ref: 104 Topic: Emotional Labor


49) Julie smiles and acts politely towards a customer at her checkout, even though she really deeply dislikes this customer. What is the disparity between the emotion Julie displays and the emotions she is actually experiencing? A) felt emotions B) emotional dissonance C) conditional emotional response D) emotional distance E) emotional exposure Answer: B Diff: 2 Page Ref: 104 Topic: Emotional Labor AASCB Tag: Analytic Skills 50) What do you call the practice of hiding inner feelings and forgoing emotional expressions in response to display rules? A) surface acting B) deep acting C) emotional subterfuge D) affective camouflage E) repressed affection Answer: A Diff: 2 Page Ref: 104 Topic: Emotional Labor 51) If Adam modifies his true inner feelings based on display rules, he is engaged in A) surface acting. B) deep acting. C) emotional subterfuge. D) affective camouflage. E) repressed affection. Answer: B Diff: 2 Page Ref: 104 Topic: Emotional Labor AASCB Tag: Analytic Skills 52) Surface acting deals only with ________ emotions. A) negative B) weak C) strong D) displayed E) felt Answer: D Diff: 2 Page Ref: 104 Topic: Emotional Labor


53) ________ is more stressful to employees than ________ because it requires feigning one's true emotions. A) deep acting; surface acting B) experiencing displayed emotions; experiencing felt emotions C) surface acting; deep acting D) surface acting; felt emotions Answer: C Diff: 2 Page Ref: 104 Topic: Emotional Labor AASCB Tag: Analytic Skills 54) Gina and Hanna are teachers. Gina dislikes her students, but pretends she likes them by making sure she acts in a friendly manner toward them. Hanna also dislikes her students, but is trying to change the way she feels about them. Which of these teachers is most likely to feel the most stress from their actions and why? A) Gina, since she has to feign genuine emotion B) Gina, since her deep emotions conflict with what her job requires C) Hanna, since she will probably display her true feelings before she changes her deep emotions D) Hanna, since it is very difficult to change displayed emotion E) Their actions are unlikely to cause stress. Answer: A Diff: 3 Page Ref: 104 Topic: Emotional Labor AASCB Tag: Reflective Thinking Skills 55) Which of the following is the term referring to one's ability to be self-aware, to detect emotions in others, and to manage emotional cues and information? A) emotional intelligence B) AET C) emotional external constraints D) affective emotions E) cognition Answer: A Diff: 1 Page Ref: 104 Topic: Emotional Intelligence 56) Which of the following is the dimension of emotional intelligence that describes the ability to recognize your own emotions and impulses? A) self-awareness B) self-management C) commitment D) empathy E) social skills Answer: A Diff: 1 Page Ref: 104 Topic: Emotional Intelligence


57) Joseph is not very good at reading the emotions of his employees and has not learned to express his own emotions. He would be classified as having which of the following? A) low emotional labor B) low emotional intelligence C) high empathy D) high emotional intelligence E) low affect Answer: B Diff: 1 Page Ref: 104 Topic: Emotional Intelligence AASCB Tag: Analytic Skills 58) A study examining 11 American presidents concluded that the key quality differentiating the successful from the unsuccessful presidents was A) communication. B) political oratory. C) emotional intelligence. D) vision. E) cognitive style. Answer: C Diff: 1 Page Ref: 104-105 Topic: Emotional Intelligence 59) As the CEO of a corporation, you have learned to understand the role of emotional intelligence in the workplace. You have worked hard to develop emotional intelligence in your vice-presidents, but believe that some are still struggling. Clem, who is the V.P. of Marketing, has driven his department to new successes in sales, but also by driving them so hard has created new records of turnover of employees. Clem seems to lack the ability to sense how others are feeling. Based on these observations, you would say that Clem is lacking in ________. A) self-awareness B) self-management C) empathy D) social skills E) self-motivation Answer: C Diff: 3 Page Ref: 104-105 Topic: Emotional Intelligence


60) As the CEO of a corporation, you have learned to understand the role of emotional intelligence in the workplace. You have worked hard to develop emotional intelligence in your vice-presidents, but believe that some are still struggling. Alan, the V.P. of Employee Relations, does a great job in most respects, but you have noticed that he is very concerned about his image and does not take joking about his abilities well. Alan seems to lack the ability to be aware of what he is feeling. Based on these observations, you would say that Alan is lacking in ________. A) self-awareness B) self-management C) empathy D) social skills E) self-motivation Answer: A Diff: 3 Page Ref: 104-105 Topic: Emotional Intelligence AASCB Tag: Reflective Thinking Skills 61) Emotional intelligence appears to be especially relevant in jobs that demand which of the following? A) social interaction B) commitment C) task structure D) charisma E) leadership skills Answer: A Diff: 2 Page Ref: 105 Topic: Emotional Intelligence AASCB Tag: Reflective Thinking Skills 62) Which of the following is not an argument that supports the existence of emotional intelligence? A) EI is practically indistinguishable from the established concepts of intelligence and personality. B) People with high EI have a leg up in the business world. C) People without the ability to process emotions have been proved to be poor decision makers. D) A high level of EI is a good predictor of job performance. E) It is intuitively appealing. Answer: A Diff: 3 Page Ref: 105 Topic: Emotional Intelligence


63) Which of the following is NOT true? A) People with damage to the prefrontal cortex scored significantly lower on EI tests. B) EI is neurologically based. C) People who suffer neurological damage make poorer decisions. D) People with damage to the prefrontal cortex will score lower on standard measures of intelligence then people without the same brain damage. E) EI is biologically based. Answer: D Diff: 3 Page Ref: 105 Topic: Emotional Intelligence 64) All of the following are true statements concerning the criticism of EI EXCEPT: A) EI is too vague a concept. B) There is only one generally accepted definition of EI. C) EI can't be measured. D) The validity of EI is suspect. E) EI is highly correlated with measures of personality. Answer: B Diff: 2 Page Ref: 105 Topic: Emotional Intelligence 65) Some researchers doubt the existence of emotional intelligence. Which of the following is an argument they use against it? A) EI assumes that decisions made emotively are superior to those made dispassionately. B) Emotions cannot be measured by testing as can be done for personality or intelligence. C) The tests used to measure EI are too simplistic in what they define as right and wrong answers. D) The concept of EI is so broad and variegated as to render it effectively meaningless. E) People with high EI appear to be high performers in the eyes of others rather than in reality. Answer: D Diff: 3 Page Ref: 105-106 Topic: Emotional Intelligence AASCB Tag: Reflective Thinking Skills 66) Whether a candidate has high emotional intelligence would not be a significant factor when considering candidates for which of the following jobs? A) an interviewer who assesses candidates in an employment agency B) an engineer heading up a team designing a complex software/hardware interface C) a meeting planner who must set up meetings for candidates around the world D) a copy editor who seeks out spelling errors and grammatical mistakes in manuscripts E) a realtor arranging sales between homeowners and potential buyers Answer: D Diff: 2 Page Ref: 106 Topic: OB Applications of Emotions and Moods AASCB Tag: Reflective Thinking Skills


67) A study of US Air Force recruiters showed that A) top-performing recruiters exhibited high levels of emotional intelligence. B) there was little validity to EI in selection decisions. C) EI measures would not be used in hiring decisions. D) EI was not relevant in jobs requiring social interaction. Answer: A Diff: 2 Page Ref: 106 Topic: OB Applications of Emotions and Moods 68) Studies show that people who are depressed tend to make poorer decisions than those with a more positive outlook. Why is this thought to be the case? A) They tend to choose an outcome that will confirm their negative worldview. B) They search for the perfect solution when rarely is any solution perfect. C) They rarely weigh up all the options when making a decision. D) They avoid stereotyping and other behaviors that allow them to come to a rapid decision. E) They tend to put too great a value on their own ability to affect outcomes. Answer: B Diff: 2 Page Ref: 107 Topic: OB Applications of Emotions and Moods AASCB Tag: Reflective Thinking Skills 69) Francine is the head of a group at an ad agency working with copywriters, artists and designers to come up with effective branding of new products. Why is it particularly important for her to keep her team happy? A) People are more conscientious when they are in a good mood. B) People are more efficient when they are in a good mood. C) People are more productive when they are in a good mood. D) People are more cooperative when they are in a good mood. E) People are more creative when they are in a good mood. Answer: A Diff: 1 Page Ref: 107 Topic: OB Applications of Emotions and Moods AASCB Tag: Reflective Thinking Skills 70) Organizations that promote positive moods at work are likely to A) be less creative. B) be less relaxed. C) have a more motivated workforce. D) have lower expectations of success. E) not work as hard. Answer: C Diff: 2 Page Ref: 107 Topic: OB Applications of Emotions and Moods


71) People who are in good moods A) are more creative. B) produce more ideas. C) produce ideas others think are original. D) identify more creative options. E) all of the above Answer: E Diff: 2 Page Ref: 107 Topic: OB Applications of Emotions and Moods 72) Astute corporate executives use emotional content to get employees to buy into A) their job responsibilities. B) unethical requests. C) overtime. D) their vision of the company's future. E) downsizing. Answer: D Diff: 3 Page Ref: 108 Topic: OB Applications of Emotions and Moods 73) When effective leaders want to implement significant changes, they rely on the evocation of A) intelligence. B) emotions. C) values. D) ethics. E) financial rewards. Answer: B Diff: 3 Page Ref: 108 Topic: OB Applications of Emotions and Moods 74) Individuals who do poorly in negotiations A) experience negative emotions. B) develop positive perceptions of their counterparts. C) are more willing to share information. D) are more willing to be cooperative in future negotiations. E) tend to have the highest levels of emotional intelligence. Answer: A Diff: 3 Page Ref: 108 Topic: OB Applications of Emotions and Moods


75) In what way is negotiation different from other activities in the workplace? A) A lack of emotion improves performance. B) Feeling bad about your performance in a negotiation is likely to improve future performance. C) Displaying negative emotions such as anger is ineffective. D) Negative outcomes do not mean that negative emotions will result. E) A negative emotional state enhances performance. Answer: A Diff: 3 Page Ref: 108 Topic: OB Applications of Emotions and Moods AASCB Tag: Reflective Thinking Skills 76) Providing quality customer service makes demands on employees because it often puts them in a state of A) cognitive dissonance. B) negative affect. C) emotional contagion. D) emotional dissonance. E) positive affect. Answer: D Diff: 1 Page Ref: 108 Topic: OB Applications of Emotions and Moods 77) The "catching" of emotions from others is known as A) cognitive dissonance. B) emotional contagion. C) emotional dissonance. D) EI. E) moodiness. Answer: B Diff: 2 Page Ref: 109 Topic: OB Applications of Emotions and Moods 78) When customers "catch" employees' positive moods, they A) spend more money. B) shop longer. C) become more demanding. D) smile more often. E) negotiate better. Answer: B Diff: 2 Page Ref: 109 Topic: OB Applications of Emotions and Moods


79) Which of the following statements is NOT true? A) People emotionally take their work home with them. B) A negative mood resulting from a bad day at work carries over to the next day. C) People who have a good day at work tend to be in better mood at home that evening. D) People who have a bad day at work tend to be in a bad mood at home that evening. E) People who have a stressful day at work tend to have trouble relaxing at home that evening. Answer: B Diff: 2 Page Ref: 109 Topic: OB Applications of Emotions and Moods 80) People who feel negative emotions A) score high in EI. B) score low in EI. C) are more likely to engage in deviant behavior at work. D) are more creative. E) are more popular. Answer: C Diff: 2 Page Ref: 109 Topic: OB Applications of Emotions and Moods 81) Cultural norms in the United States dictate that employees in service organizations should smile and act friendly when interacting with customers. This norm A) applies worldwide. B) is especially strong in Israel. C) is valuable for Wal-Mart to enforce globally in their stores. D) wins companies loyal followers globally. E) is not embraced by German shoppers. Answer: E Diff: 2 Page Ref: 110 Topic: Global Implications AASCB Tag: Multicultural and Diversity Understanding 82) Which of the following is not true concerning cultural influences impacting emotions? A) Cultural factors influence what is or isn't considered as emotionally appropriate. B) What's acceptable in one culture may seem unusual or even dysfunctional in another. C) All cultures agree on the value they give to emotions. D) There tends to be high agreement on what emotions mean within cultures. E) Culture dictates how we construe emotional displays. Answer: C Diff: 2 Page Ref: 110 Topic: Global Implications AASCB Tag: Multicultural and Diversity Understanding


83) When Tahitians are sad, their peers attribute their state to a physical illness. Which of the following facts does this best illustrate? A) The norms for the expression of emotions differ across cultures B) The value people place on emotions varies across cultures? C) The degree to which people experience emotions varies across cultures? D) It's easier for people to accurately recognize emotions within their own culture than in those of other cultures. E) All cultures interpret emotions in the same way. Answer: A Diff: 3 Page Ref: 111 Topic: Global Implications AASCB Tag: Multicultural and Diversity Understanding 84) Which is NOT cited as a factor that influences emotions and moods? A) time of day B) stressful events C) social activities D) season of the year E) sleep patterns Answer: D Diff: 1 Page Ref: 111 Topic: Implications for Managers 85) Jeremy is angry and hostile. As a result, he is more likely to A) engage in deviant behaviors at work. B) score high in EI. C) be more creative. D) be more motivated. E) all of the above. Answer: A Diff: 2 Page Ref: 111 Topic: Implications for Managers 86) Emotions can hinder performance. Answer: TRUE Diff: 3 Page Ref: 96 87) Emotions can enhance performance. Answer: TRUE Diff: 3 Page Ref: 96 88) In the past, emotions in the workplace were rarely viewed as being constructive. Answer: TRUE Diff: 2 Page Ref: 96


89) Some emotions can reduce employee performance. Answer: TRUE Diff: 2 Page Ref: 96 90) Moods are intense feelings that are directed at someone or something. Answer: FALSE Diff: 2 Page Ref: 97 Topic: What Are Emotions and Moods? 91) Affect is a generic term that covers a broad range of feelings that people experience. Answer: TRUE Diff: 1 Page Ref: 97 Topic: What Are Emotions and Moods? 92) Moods are feelings that tend to be less intense than emotions. Answer: TRUE Diff: 1 Page Ref: 97 Topic: What Are Emotions and Moods? 93) "Insight" is a broad term that encompasses both emotions and moods. Answer: FALSE Diff: 2 Page Ref: 97 Topic: What Are Emotions and Moods? 94) Emotions are object-specific. Answer: TRUE Diff: 2 Page Ref: 97 Topic: What Are Emotions and Moods? 95) Employees bring an emotional component with them to work every day. Answer: TRUE Diff: 2 Page Ref: 97 Topic: What Are Emotions and Moods? 96) It is generally accepted that moods and emotions can mutually influence one another. Answer: TRUE Diff: 3 Page Ref: 98 Topic: What Are Emotions and Moods? 97) Good or bad moods can make you more emotional in response to an event. Answer: TRUE Diff: 1 Page Ref: 98 Topic: What Are Emotions and Moods?


98) It is almost impossible to mistake one emotion for another since they are all so different. Answer: FALSE Diff: 1 Page Ref: 98 Topic: What Are Emotions and Moods? 99) Emotions can be clearly categorized as positive or negative. Answer: FALSE Diff: 2 Page Ref: 98 Topic: What Are Emotions and Moods? 100) Nervousness, stress, and anxiety are at the high end of negative affect. Answer: TRUE Diff: 2 Page Ref: 99 Topic: What Are Emotions and Moods? 101) According to evolutionary psychology, an individual's anger is not necessarily bad because it serves a purpose. Answer: TRUE Diff: 2 Page Ref: 100 Topic: What Are Emotions and Moods? 102) People tend to be in their best moods on Sunday. Answer: FALSE Diff: 2 Page Ref: Exh 7-3 Topic: What Are Emotions and Moods? 103) Morning people experience peak periods of positive affect before noon. Answer: FALSE Diff: 2 Page Ref: 101 Topic: What Are Emotions and Moods? 104) Research suggests that weather has no effect on mood. Answer: TRUE Diff: 2 Page Ref: 101 Topic: What Are Emotions and Moods? 105) Stress typically has a negative effect on mood. Answer: TRUE Diff: 2 Page Ref: 101 Topic: What Are Emotions and Moods? 106) For most people social activities decrease positive mood. Answer: FALSE Diff: 2 Page Ref: 102 Topic: What Are Emotions and Moods?


107) For most people social activities have little effect on negative mood. Answer: TRUE Diff: 2 Page Ref: 102 Topic: What Are Emotions and Moods? 108) According to a recent poll, people are getting progressively less sleep. Answer: TRUE Diff: 2 Page Ref: 102-103 Topic: What Are Emotions and Moods? 109) "Sweat therapy" not only works, but research reveals that the effects of exercise may be strongest for those who are depressed. Answer: TRUE Diff: 2 Page Ref: 103 Topic: What Are Emotions and Moods? 110) Women generally show greater emotional expression than do men. Answer: TRUE Diff: 2 Page Ref: 103 Topic: What Are Emotions and Moods? 111) Evidence confirms there is no real difference between men and women when it comes to emotional reactions and ability to read others. Answer: FALSE Diff: 1 Page Ref: 103 Topic: What Are Emotions and Moods? 112) Men generally express emotions more intensely than do women. Answer: FALSE Diff: 2 Page Ref: 103 Topic: What Are Emotions and Moods? 113) Men generally express anger more frequently than do women. Answer: TRUE Diff: 2 Page Ref: 103 Topic: What Are Emotions and Moods? 114) If an employee expresses organizationally desired emotions during interpersonal transactions, the employee is performing emotional labor. Answer: TRUE Diff: 2 Page Ref: 103 Topic: Emotional Labor 115) The concept of emotional labor originally developed from studies of service jobs. Answer: TRUE Diff: 3 Page Ref: 103 Topic: Emotional Labor 25 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall

116) When Joseph must project courtesy on the job while feeling hostility, he is experiencing emotional dissonance. Answer: TRUE Diff: 3 Page Ref: 103 Topic: Emotional Labor 117) Emotions that are organizationally required and considered appropriate in a given job are termed displayed emotions. Answer: TRUE Diff: 2 Page Ref: 104 Topic: Emotional Labor 118) Conditional emotions are an individual's actual emotions. Answer: FALSE Diff: 1 Page Ref: 104 Topic: Emotional Labor 119) Displayed emotions and felt emotions are generally the same. Answer: FALSE Diff: 2 Page Ref: 104 Topic: Emotional Labor 120) Displayed emotions are innate. Answer: FALSE Diff: 2 Page Ref: 104 Topic: Emotional Labor 121) Felt emotions are an individual's actual emotions. Answer: TRUE Diff: 1 Page Ref: 104 Topic: Emotional Labor 122) Deep acting is hiding inner feelings by modifying facial expressions. Answer: FALSE Diff: 2 Page Ref: 104 Topic: Emotional Labor 123) Deep acting involves modifying inner feelings. Answer: TRUE Diff: 2 Page Ref: 104 Topic: Emotional Labor 124) Surface acting deals with one's displayed emotions. Answer: TRUE Diff: 2 Page Ref: 104 Topic: Emotional Labor


125) People who are good at reading others' emotions may be more effective in their jobs. Answer: TRUE Diff: 1 Page Ref: 104 Topic: Emotional Intelligence 126) Studies of U.S. presidents seem to show that the ones judged the most successful had high EI. Answer: TRUE Diff: 1 Page Ref: 104-105 Topic: Emotional Intelligence 127) Studies have not shown a clear correlation between emotional intelligence and job performance. Answer: FALSE Diff: 1 Page Ref: 105 Topic: Emotional Intelligence 128) Critics of EI have criticized it for being poorly defined. Answer: TRUE Diff: 1 Page Ref: 105-106 Topic: Emotional Intelligence 129) At L'Oreal, salespersons selected on EI scores had higher sales than those hired using the old selection criteria. Answer: TRUE Diff: 1 Page Ref: 106 Topic: OB Applications of Emotions and Moods 130) Emotional intelligence appears to be especially relevant in jobs that demand a high degree of social interaction. Answer: TRUE Diff: 1 Page Ref: 106 Topic: OB Applications of Emotions and Moods 131) People in good moods are less likely to cut corners by using rules of thumb to help them make decisions. Answer: FALSE Diff: 3 Page Ref: 107 Topic: OB Applications of Emotions and Moods 132) A cycle can exist in which positive moods cause people to be more creative, which leads to positive feedback from those observing their work, which in turn results in a positive mood. Answer: TRUE Diff: 2 Page Ref: 107 Topic: OB Applications of Emotions and Moods


133) Several studies have shown that negotiators who fake anger in a negotiation can win an advantage over their opponents by doing so. Answer: TRUE Diff: 2 Page Ref: 108 Topic: OB Applications of Emotions and Moods 134) For most people, it appears that a negative mood resulting from a bad day at work does not carry over to the next day. Answer: TRUE Diff: 1 Page Ref: 109 Topic: OB Applications of Emotions and Moods 135) There tends to be high agreement on what emotions mean within cultures, but not between cultures. Answer: TRUE Diff: 2 Page Ref: 110 Topic: Global Implications AASCB Tag: Multicultural and Diversity Understanding 136) Cultural factors influence what is or isn't considered as emotionally appropriate. Answer: TRUE Diff: 2 Page Ref: 110 Topic: Global Implications AASCB Tag: Multicultural and Diversity Understanding 137) What's acceptable in one culture may seem unusual or even dysfunctional in another. Answer: TRUE Diff: 2 Page Ref: 110 Topic: Global Implications AASCB Tag: Multicultural and Diversity Understanding 138) It is likely that most people within a given culture would agree on what a particular emotion means. Answer: TRUE Diff: 2 Page Ref: 110 Topic: Global Implications AASCB Tag: Multicultural and Diversity Understanding 139) In the US there is a bias to regularly express intense negative emotions. Answer: FALSE Diff: 2 Page Ref: 110 Topic: Global Implications AASCB Tag: Multicultural and Diversity Understanding


140) In a highly individualistic culture an observer seeing a happy expression on a friend's face would tend to think that the friend is happy because of something the observer has done. Answer: FALSE Diff: 2 Page Ref: 110 Topic: Global Implications AASCB Tag: Multicultural and Diversity Understanding 141) Explain the differences between the following terms: affect, emotions, and moods. Answer: Affect is a generic term that covers a broad range of feelings that people experience. It's an umbrella concept that encompasses both emotions and moods. Emotions are intense feelings that are directed at someone or something. Finally, moods are feelings that tend to be less intense than emotions and which lack a contextual stimulus. Page Ref: 97 Topic: What Are Emotions and Moods? 142) What functions do emotions serve? Answer: We need emotions to think rationally. Darwin argued that emotions developed over time to help humans solve problems. Emotions are useful because they motivate people to engage in actions important for survival. Page Ref: 100 Topic: What Are Emotions and Moods? 143) Discuss the impact the day of the week and time of day have on emotions. Answer: People tend to be in their worst moods early in the week and in their best moods late in the week. People are generally in lower spirits early in the morning. Levels of positive affect tend to peak around the halfway point between waking and sleeping. Negative affect, however, shows little fluctuation throughout the day. So in organizations, we can expect more positive interactions midmorning and later in the day, as well as later in the workweek. Page Ref: 100-101 Topic: What Are Emotions and Moods? 144) Discuss whether there are gender differences regarding emotions. Answer: The evidence confirms differences between men and women when it comes to emotional reactions and ability to read others. In contrasting the genders, women show greater emotional expression than men; they experience emotions more intensely; and they display more frequent expressions of both positive and negative emotions, except anger. In contrast to men, women also report more comfort in expressing emotions. These differences may be explained by the way men and women have been socialized. Men are socialized to be tough while women are socialized to be nurturing. Page Ref: 103 Topic: What Are Emotions and Moods?


145) What is emotional labor? Answer: Emotional labor is an employee's expression of organizationally desired emotions during interpersonal transactions at work. This concept emerged from studies of service jobs. Managers expect employees to be courteous, not hostile, in interactions with coworkers. The true challenge is when employees have to project one emotion while simultaneously feeling another. This disparity is emotional dissonance, and it can take a heavy toll on employees. Left untreated, bottled-up feelings of frustration, anger, and resentment can eventually lead to emotional exhaustion and burnout. Emotional labor creates dilemmas for employees. Page Ref: 103 Topic: Emotional Labor 146) What is the difference between felt emotions and displayed emotions? Answer: Felt emotions are an individual's actual emotions. In contrast, displayed emotions are those that are organizationally-required and considered appropriate in a given job. They are not innate; they are learned. The key point here is that felt and displayed emotions are often different. Page Ref: 104 Topic: Emotional Labor 147) What is emotional intelligence? Answer: Emotional intelligence is a person's ability to be self-aware, to detect emotions in others, and to manage emotional cues and information. People high in emotional intelligence are most likely to be effective since they know heir own emotions and are good at reading emotional cues of others. Page Ref: 105 Topic: Emotional Intelligence 148) Discuss the case against emotional intelligence. Answer: The critics of EI suggest the concept has a number of problems. Critics suggest it is too vague a concept. To many researchers, it is not clear what EI is. Many times different researchers focus on different skills. They also suggest that EI cannot be measured. Many measures are selfreported, meaning there is no right or wrong answer. The validity of EI is suspect. Some critics argue that because EI is so closely related to intelligence and personality, once you control for these factors, EI has nothing unique to offer. Page Ref: 105-106 Topic: Emotional Intelligence 149) What is the relationship between creativity and moods? Answer: People who are in good moods are more creative than people in bad moods. They produce more ideas, others think their ideas are original, and they tend to identify more creative options to problems. Supervisors should actively try to keep employees happy because this will create more good moods, which in turn leads people to be more creative. Other researchers have argued that when people are in positive moods, they may relax and not engage in the critical thinking necessary for some forms of creativity. However, this view is controversial. Page Ref: 107 Topic: OB Applications of Emotions and Moods 150) Discuss the relationship between moods and customer service. 30 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall

Answer: An employee's emotional state influences customer service, which influences levels of repeat business and levels of customer satisfaction. Providing quality customer service, however, may put employees in a state of emotional dissonance which can lead long term to job burnout, lower job performance and lower job satisfaction. Studies have also identified emotional contagion can occur whereby emotions can be "caught" from others. When employees express positive emotions, customer respond similarly. When customer respond to positive employee emotions, they have been found to shop longer. Unfortunately, this also works in the reverse. That is, when an employee experiences a negative emotion, this is also contagious - and caught by the customer. Page Ref: 108-109 Topic: OB Applications of Emotions and Moods


Robbins Chapter07

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